Frequently Asked Questions

Top Customer Questions

Is TheTicketCloud legit?

·         Absolutely; all the event tickets listed on TheTicketCloud are guaranteed to be legitimate and valid for event entry. We can promise this because we only let ticket-selling companies and trusted individuals resell tickets through our online exchange. This ensures that customers are buying tickets from professionals who sell tickets for a living and who feed their families by fulfilling ticket orders. It’s also true that the TheTicketCloud model means that your seller’s identity is revealed to you directly (which means that sellers put their own reputations at stake when they supply you with tickets). We at TheTicketCloud furthermore guarantee authenticity from our sellers through a tight rating system that ranks sellers and limits their selling abilities in response to any indiscretions.


Is TheTicketCloud reliable and will my tickets arrive before the event?

·         All tickets are guaranteed to be delivered in time for the event once a ticket order is accepted by the seller. Sellers who don't provide customers with their tickets will have to refund 200% of the order total. Sellers also have to endure numerous penalties in our rating system for “busting” orders. (The rating system determines what tickets sellers can list, how and when they can list them, what they're charged for doing so, etc.) Sellers therefore have every incentive to fulfill a purchase and to do so as quickly and efficiently as possible.


Why is the price I paid for my tickets higher/lower than the price listed on the tickets?

·         The numerous sellers who list tickets through TheTicketCloud are re-selling tickets to popular entertainment events. This means that they are also re-pricing the tickets concerned based on their perception of an event’s popularity. The prices of event tickets on our website will therefore by independent of the face value of the tickets concerned - usually greater in value. The mark-up in ticket prices on the resale market is designed to cover the numerous expenses incurred by sellers to obtain hard-to-get event tickets. These sellers pay face value plus additional fees and/or have fee-paying memberships in special fan clubs that allow for wide ticket access. Some ticket sellers even pay their own mark-up fee by buying tickets from other resellers rather than from direct ticketing sources. The basic purpose of the resale market is to keep tickets on the market longer than they'd normally be available for purchase. The added markup in price is what prevents event tickets from being bought up too quickly and thus what keeps them accessible even a few weeks (or, indeed, hours) before the event. The sellers from whom customers purchase thus charge a convenience fee for accessing the tickets (rather like how Macy's or Stop-in-Shop marks up product prices by making it more convenient for people to access other company's shoes and other company's milk). It’s also true that event promoters often hold back large numbers of tickets from public sale and instead distribute or sell those tickets exclusively to connected groups - industry insiders, fan clubs, business partners, and so forth. Ticket-selling agencies pay good money to gain entry to such exclusive ticketing channels so that they can access special tickets and offer them to the public at large. The overall idea of the secondary ticket market is to make ticket-buying more convenient for customers by allowing ticket purchases to be more widely accessible and by giving customers more options when it comes to buying event tickets.


When will my tickets be shipped?

·         Ticket deliveries vary extensively event-to-event, ticket-to-ticket, and seller-to-seller. Sellers will nevertheless ship your tickets as soon as they receive them in their office. The reason ticket shipment isn’t guaranteed immediately after you place an order is because some tickets are not printed and/or distributed by event promoters until a few weeks prior to their event. These tickets then have to make their way to the ticket seller (or perhaps to the ticket seller through yet another supplier) before they are sent out to you. The above realities mean that tickets are not guaranteed to ship immediately, but will definitely get to you before the event itself. You can always contact your ticket supplier directly if you have any questions or concerns about ticket delivery. (TheTicketCloud doesn’t immediately possess shipping information for your tickets because we don't own any tickets ourselves. Nevertheless, please let us know if you have any problems contacting your seller.) At TheTicketCloud, we realize that many people are anxious about receiving their tickets so we have done our best to create an email structure that keeps you well informed of your tickets’ delivery status.


Can I order tickets the same day of an event and, if so, how?

·         You can only access tickets the same day of an event if the tickets can be set up for local pickup, will call, or email. “Local pickup” means that you will pick up the tickets at a location local to the venue. “Will call” means that you will pick up the tickets at the box office of the venue roughly an hour before the show (or game). “Email” means that the tickets will uploaded in PDF format to our secure system for you to download and print. Some ticket sellers even choose to send tickets via “courier” (very rare) or perhaps even ship the tickets (time permitting). It is important to note that the availability of the aforementioned delivery methods is at the discretion of the seller supplying the tickets. Some sellers will notate either one or all of the three methods explicitly on the ticket listing or present one or more specific options during checkout. Other sellers default to “Near-Term Special Delivery” (aka: they can likely provide tickets using one of the three methods, but you will need to contact the seller in order to arrange delivery). You might also notice some ticket listings that advertise "Last Minute Pickup" as a possible near-term delivery method during checkout. This delivery method is similar to Local Pickup and means that you'll pick-up the tickets concerned no sooner than 2 hours before the event at an office within a few miles from the venue. Ticket orders placed with “Last Minute Pickup” as the delivery method will have the pick-up location published on your TheTicketCloud receipt.


Why is someone else's name on my tickets?

·         The name on a customer’s ticket will be the name of a representative from the seller’s office who initially purchased the ticket from a primary ticketing source. This means that your name will not be located on any ticket that you buy through TheTicketCloud. Please nevertheless note that the naming issue will not affect your ability to access the event. The bar code on a ticket is the sole factor that determines whether the ticket is valid for event entry. (Names don’t impact event attendance or else people wouldn’t be able to give away tickets as gifts to friends or family.)


Are the tickets listed on your website side by side?

·         All non-“General Admission” tickets are guaranteed to be together unless explicitly stated otherwise in the seller notes on the ticket listing. Seats that aren’t together must be advertised as being “piggybacked” or “split” above a certain purchase quantity.


Where can I find seat numbers for ticket listings?

·         Ticket sellers don’t advertise seat numbers publicly for a variety of reasons: Privacy: Some sellers are season ticket holders, so revealing seat information would reveal their identity. Uncertainty: Some sellers simply may not know which seats they’re going to distribute to certain customers immediately after a purchase. These sellers may instead wait to distribute their ticket inventory based on what other people order from their listing. This is to ensure that as many people as possible are accommodated with consecutive and acceptable seating. Double-Ordering: There’s often a delay in sellers being able to remove ticket inventory from websites once a certain set of tickets is purchased. Specified ticket listings (seat by seat) would result in numerous customers buying the same exact seats at the same time. This would prompt a large number of rejected orders and thus a large number of disappointed customers.


Questions About Delivery

How do sellers ship event tickets?

·         The various sellers who list tickets on our website ship tickets via FedEx due to security and customer service concerns. Tickets, like money, are one-of-a-kind items that often can’t be reprinted or replaced if lost in the mail. The speedy and secure delivery provided by FedEx ensures that tickets will arrive promptly after they are shipped. (Please note that FedEx shipping doesn’t mean tickets will necessarily ship immediately after an order is placed. FedEx shipping speeds only refer to the speed at which you will receive tickets after the tickets themselves are shipped.)


How can I track my ticket delivery?

·         You can track your ticket delivery using the FedEx tracking number you’ll receive after placing an order through our website. This number is generated by the ticket seller and TheTicketCloud will email you the number. You will receive one email when a tracking number is created for your purchase and another email when the tickets actually ship. Customers can also access shipping status via the “My Purchases” tab in your website account. Your tickets are actively being shipped when FedEx registers the package as being “picked up.”


Can I have tickets shipped to a different address than my billing address?

·         TheTicketCloud does indeed allow customers to input a shipping address for most ticket orders placed through our website. However, please note that key restrictions apply based on the ticket order total. These restrictions are advertised on the checkout page and so are openly visible to customers. It’s also true that sellers may request a signed authorization from you if they desire proof that you accept the alternate shipping plan. (This is annoying, yes, but it’s designed for everyone’s safety so as to cut down on credit card fraud. Sellers don’t want someone to steal your card, order tickets, and have them shipped to their own address.)

The alternate shipping policy (where relevant) is as follows:

If the order is less than $750, the seller is expected to ship the tickets to the alternate shipping address (please let TL know if there are any problems here).

If the order is between $750 and $5000, the seller can reject the ticket order due to the address issue or else accept it and ship the tickets to the shipping address.

If the order is $5000 or greater, no alternate shipping address is allowed.


Can I change my shipping address after ordering?

·         Customers need to contact their seller directly in order to ascertain if their tickets could be shipped to a different address from the one officially noted on the order. Sellers are very security-conscious about where they ship tickets and so will likely only alter your delivery information if it is truly necessary. The reason for such uncertainty is because sellers want to make sure your tickets actually go to their intended recipient and not some unknown party.


Will a signature be required for my ticket delivery?

·         The actual decision of whether a signature is required for ticket shipments depends on the seller of the order concerned. Most sellers do indeed choose to include a signature requirement on ticket packages so as to ensure security for the buyer. (They essentially want to make sure that the right person is receiving the tickets and that the order is fulfilled properly.)

If the signature issue is problematic, customers could always try contacting their ticket seller to waive the requirement, or else:

Pick up the tickets after-hours at the local facility mentioned by FedEx on the delivery door tag.

Call FedEx and ask them to keep the tickets at your local facility for package pick-up at another time.

Call FedEx and ask if they could deliver tickets at a time when it’s more likely someone will be there to receive them.

Leave a note for FedEx delivery personnel to leave the tickets on the next delivery attempt (note: depends on the driver).


Are tickets available for will call, email, or local pick-up?

·         The event tickets listed on our websites are being sold by many different people (trusted companies and trusted individuals). This means that each seller possesses different capabilities and affinities when it comes to ticket access and delivery. Tickets can therefore only be picked up locally, left at will call, or emailed if that delivery option is either:

Stated on the listing notes explicitly (ie: you may see a seller note reading “Tickets available for email delivery”)

Advertised as a delivery option during checkout (eg: you may see “Email” included as a delivery method on the checkout page)


How can I access US event tickets if I'm a non-US customer?

·         There are three main ways to access event tickets for US-based events if you’re an international customer:

Order tickets and input a US-based shipping address: You should use this option if the event is more near-term in nature and you could potentially have the tickets shipped to a friend’s house in the US or even a hotel.

Order tickets marked as being available for will call, email, local pickup (etc): Tickets are only available using one of the above methods if that method is specifically advertised on the listing notes and/or during checkout.

Order tickets and input your home address for shipment: You should use this option if the event concerned is a while away and the tickets will likely ship before you depart for your travels. Please note that you can always contact your ticket supplier directly to provide an alternate (US-based) address (if needed).


Why did the seller ship print outs of e-tickets?

·         There could be two explanations:

Your ticket seller may not have access to the electronic ticket file. Sellers may therefore be supplied with printed out e-tickets rather than actual electronic files. The only option for them in such cases is to ship e-tickets to end buyers via FedEx.

Many ticket sellers prefer to ship e-tickets for security reasons: Emailed tickets are easy to re-print and thus duplicate/invalidate -- a major fraud concern. TheTicketCloud already has measures in place to secure against this, but extra security never hurts. It’s also true that many sellers prefer the security measures associated with physical delivery: First, you can access a signature proving that the customer received the ticket package. Second, you can ensure against ticket duplication by printing tickets on special paper that cannot be copied without invalidating the bar code.


Can sellers ship tickets to PO boxes?

·         FedEx can't ship to PO Boxes, so if you have a PO box as your address…

The seller will contact you (or you could contact the seller) for a physical shipping address that could be used for FedEx shipment.

You could input a physical address during checkout as your shipping address rather than defaulting to a PO Box billing address.


Why haven't I received my tickets yet when my friends already received their tickets to the same event?

·         There are three possible answers:

The friends concerned have purchased the tickets from a primary ticket source that allows for more immediate access and thus quicker ticket delivery.

Some ticket types within a given event tend to print later or sooner than other ticket types (eg: VIP tickets tend to print later than other ticket inventory).

Different ticket sellers access tickets in different ways, at different times, through different sources. Some sellers buy tickets from other sellers rather than from the venue directly. Other sellers may ask venues to hold tickets until they can collect all their inventory. This means that tickets for an event are often available at different times.


Will I receive my “Instant” tickets as soon as I place my ticket order?

·         In most cases, e-tickets marked as “Instant” will be available for you to download and print within minutes of placing your order. However, in order to protect against fraudulent purchases, some orders may require additional processing time. If this applies to your order, it will be noted in your order confirmation email, and your e-tickets will be available for you to download within one (1) business day.


Questions About Tickets

Where do all the tickets on your website come from?

·         The event tickets on our website are being listed by independent ticket-selling agencies whose employees access tickets in a wide variety of ways. Some sellers buy tickets directly from the venue or from a primary ticketing source authorized by the venue or the event promoter. Other sellers access tickets through special memberships in fan clubs, special business promotions, or even through event promoters, venues, teams, or performers directly. The tickets on our website are thus accessed from many different sources (many of them not directly available to consumers).


Are the tickets sold through your website real tickets to actual events?

·         All the tickets listed on our site are guaranteed to be legitimate and arrive in time for the event (or else customers are refunded completely). We can promise this because we only deal with trusted individuals or ticket-selling companies. Customers who buy through TheTicketCloud are therefore buying from professionals who resell tickets for a living. We at TheTicketCloud also have a penalization system for rating ticket sellers so as ensure that our policies are followed and that customers receive a secure buying experience.


What do notes on ticket listings mean?

·         It’s very important to note that we at TheTicketCloud can only guarantee what the ticket seller of a given listing explicitly promises to customers. Customers should therefore not read what they want to read into ticket notes and their meaning. (ie: The term “side of stage” means that the tickets are off to the side of the stage - nothing more. It doesn’t necessarily mean that the tickets are “close to” or “next to” the stage.) Please be sure to give us a call if you have any doubts about what a ticket listing entails and we’ll be happy to help!


How do I know if my ticket is for an aisle seat?

·         Sellers are allowed to advertise certain tickets as “aisle seats” if the tickets are sold in pairs (one must be on the aisle). Some sellers may also state on their listings that a customer needs to buy X number of tickets in order to receive an aisle seat.


Can I get handicap seating for my event?

·         We can only guarantee that seats labeled as “handicap accessible” or “WC” (wheelchair accessible) are designed for disability-access. The decision as to whether a given seat is deemed disability-accessible rests solely with the venue. Please note it can be difficult to find handicap seating in the resale market due to the restrictions put on wheelchair seating purchases by venues. Customers could always check the venue of their event, too, because they sometimes hold back certain quantities of handicap-accessible seating for disabled customers.


How do I know if tickets are partial, obstructed, or limited view?

·         The ticket sellers on our exchange are required to record on their listing notes if any tickets they advertise are labeled partial or obstructed view by the venue. Please note that any such determination about the visual quality of seats is based solely on the informed opinions of the venue itself. This is because neither TheTicketCloud nor the sellers on our exchange are directly familiar with individual venue seating. You can therefore rest assured that any ticket listing without a visual warning is not considered to be obstructed or visually limited.


What does it mean when tickets are advertised as being in a range of sections and/or rows?

·         Some sellers list tickets as being in multiple sections and/or rows so as to allow for more leeway in providing tickets. Please note that this means a buyer could end up with consecutive seats in any of the sections and/or rows specified. Customers should not purchase from generalized listings if they are uncomfortable with the possible range of seating options.


Why can't I purchase a certain quantity of tickets?

·         Sellers prefer to list tickets at least in pairs so as to increase the chance that they’ll be able to sell all the tickets in a given listing. Entertainment events are social occasions that people usually attend with friends or family members. Single tickets are very hard to sell and so sellers try to avoid dealing with them by buying and selling tickets in larger quantities.


How do I know if tickets are "hard" tickets or e-tickets?

·         We at TheTicketCloud can't guarantee that any tickets will be "hard" unless that fact is explicitly noted by the seller advertising the tickets. The reason for this is because "hard" tickets are slowly evolving themselves out of existence in favor of electronically-based ticket types. You should therefore know that only tickets explicitly marked as being “hard tickets” are promised to be printed on traditional ticketing cardstock.


What happens if my tickets are lost or stolen?

·         Tickets are generally one-of-a-kind items that cannot easily be reprinted or redistributed once they’re misplaced. The purpose of such restrictions is to prevent ticketing fraud via multiple printings of the same ticket. Customers should nevertheless contact their seller to see if it is indeed possible for them to re-access any lost tickets. (Please note that some sellers may charge re-access fees in order to access new tickets.)


Why did I receive tickets printed out on paper?

·         “Paper tickets” are e-tickets (ie: emailed tickets) that were emailed to ticket sellers by the primary ticket provider and then printed out on paper. Customers with paper tickets have therefore received printed-out e-tickets from their seller. Please note that paper tickets are just as reliable and just as valid as “hard” (cardboard) tickets. Many sellers prefer to send ticket print-outs so as to limit potential ticketing fraud and to ensure they have a record of the tickets’ delivery. (PDF files can result in ticket over-printing and thus are consciously limited in their distribution - plus many sellers print e-tickets on special fraud-prevention paper.)


What are paperless tickets?

·         Paperless Ticketing is a new technology that premiered in 2008, and it’s purpose is to secure ticket transactions against fraud by eliminating a paper-based ticket and only using electronic information to verify a purchaser’s identity. Customers using paperless tickets therefore require the original purchaser of the tickets concerned to have his/her credit card swiped at the venue in order to guarantee event entry. (The “original purchaser” of tickets in any ticket resale transaction would be the seller who owns the tickets, not you.)

Ticket sellers usually arrange paperless ticketing events in one of two ways:

A representative from the seller’s office will meet you (and, likely, other customers, too) at the venue prior to the venue, wait in line with you, and have the company credit card scanned by venue personnel.

The ticket-selling company will purchase the paperless tickets initially on a gift card (eg: VISA) and then mail this gift card to any subsequent ticket buyer. This buyer can then take the card (the original purchase card) with them to the venue and have it swiped by venue personnel.


What is zone seating?

·         Zone seating is a recent introduction in the secondary ticket market that borrows entertainment trends from Europe. The system requires that venues be geographically demarcated into various chunks according to some visual model. The chunks concerned are often dubbed “Zones” and randomly drawn and marked with varying creativity. (Zones could be labeled as A, B, C or GOLD, SILVER, BRONZE or any such system of categorization.) Event-goers are then given options to purchase seats based solely on their Zone location ( the seats could be located anywhere in the Zone rather than in a specific row). Please note, too, that Zone tickets are guaranteed to be seated together when up to 4 or 6 tickets are purchased from the listing (the ticket listing will clarify specifically the cut-off point). The basic purpose behind Zone seating is to drive down ticket prices for customers and limit seating confusions. It’s also true that some sellers will list specific sections and rows for their tickets even if a given venue is zoned. The end result is to create a larger array of ticket options for customers that combines both specified event seating and cheaper generic alternatives.


Questions About Pricing and Fees

What do customers pay when ordering through TheTicketCloud?

·         Customers who order through TheTicketCloud pay:

The ticket price

A service fee (25% of the ticket price)

A delivery fee (FedEx, usually)Occasionally, too, local taxes may apply, based on the location of the seller supplying the tickets.


Why do you charge a service fee and how much is it?

·         The service fee is an integral part of all ticket transactions that allows us to provide customers access to great tickets at great resale prices. The fee itself is 25% of the total ticket price of a given order and is the only part of the ticket transaction that goes to TheTicketCloud. It pays for website maintenance, billing security, customer support, and the software system that enables sellers to upload and efficiently manage their ticket inventory (which allows for lower ticket prices). Some ticketing websites incorporate service fees into the ticket prices, but, in order for full price transparency, we prefer to advertise the fee separately.


Why are similar tickets different prices?

·         The tickets advertised on our nationwide exchange are being listed by different sellers who have different perceptions about ticket worth. This means that tickets in the same (or in a similar) section might well be valued differently by sellers based on a number of factors. Some sellers may update their listings more frequently to reflect market prices while other sellers may need to maintain larger profit margins on sales. It’s therefore very possible for one seller to price tickets at $50 each and another to price similar tickets at $65 each. It’s typically best for customers to buy tickets according to stated location rather than price.


When am I charged for my ticket purchase?

·         The sellers who list tickets in our marketplace usually charge customers automatically when an order is placed so as to reserve your place in line for tickets (sellers often receive numerous ticket requests simultaneously). Please remember that ticketing is a dynamic business (prices rising and falling all the time) so it’s important to claim your ticket early at the price set at the time of the purchase. It also isn't unusual for credit cards to be charged in e-commerce (or any business) before items are accessible (like if you order books from before they're printed or order any “out of stock” item online).


Can I combine shipping on multiple orders?

·         Customers generally can’t combine shipping fees on multiple orders through TheTicketCloud because the tickets listed on our website are owned by different ticket-selling companies and trusted individuals scattered throughout the United States (and beyond). It’s therefore likely that multiple ticket orders will be shipped from different locations by different people at different times. (You can ask a given seller whether or not they’d be comfortable waiving a delivery fee if you do indeed end up purchasing multiple orders from the same supplier.)


Why is there an international shipping fee for my order?

·         Delivery fees for TheTicketCloud customers are based on the location of the ticket seller versus the location of the end customer (the event location is irrelevant). Canadian customers with Canadian events, but US sellers, will thus have International Express fees. US customers with US events, but with Canadian sellers, will also have International Express fees. An international delivery fee therefore means that the seller supplying your order is not based in your home country and thus must ship internationally.


Why am I charged a delivery fee for email tickets?

·         There is a $7.50 fee charged for Email ticket orders because ticket sellers provide email tickets to customers using a remote system that we manage, maintain, and routinely test. The fee for emailing tickets is split between us and the seller in order to maintain our system’s security and thus ensure that tickets are available for secure downloading and printing. (For instance: customers have to verify their credit card information prior to the download process in order to ensure that the actual purchaser of the tickets is accessing the order.) We also spend a good deal of time examining the tickets uploaded by sellers to make sure that they are congruent with an order’s event and to make sure that there are no errors in the upload files.


Why am I charged a delivery fee for will call or local pick-up of tickets?

·         There is a $15 charge for will call and local pickup orders because sellers expend money to deliver tickets using such near-term methods. Will Call necessitates the seller paying someone from their office to drive to the venue (which may be far away) and leave the tickets at the box office. Local Pickup requires the seller to pay an employee to meet you at a given location or "man the office" (as it were) when they might otherwise be out doing other things. Some sellers also hand tickets over to affiliated brokerage companies near venues and therefore have to pay those companies to handle their tickets for them. The delivery fee for will call and local pickup orders is thus designed to reimburse sellers for any such expenses.


Are there taxes on my ticket order?

·         Taxes on tickets actually vary substantially from state-to-state and even between localities in various states - an ever-changing situation. This means that local and/or state taxes cannot be calculated on our checkout page during the purchase process. Please nevertheless note that any additional taxes seldom rise above 8-10% and are generally quite rare in occurrence. (Ticketing taxes are based on the location of the ticket seller supplying an order and most prevalent in Texas, Chicago, California, Michigan, and Canada.)


How can I pay for tickets on your website?

·         The sellers who list tickets in our marketplace only accept major credit cards (VISA, Mastercard, American Express - etc.) for ticket payment. A list of possible credit cards will be advertised near the billing information on the checkout page of a given listing. Sellers are not able to accept payment through any third-party systems (like Paypal) because all customers are charged directly by their sellers through our secure merchant processor. This ensures that your credit card information remains secure and is strictly confidential.


Are your prices and/or fees negotiable?

·         The prices and fees on our website are not negotiable because we at TheTicketCloud work in tandem with independent ticket sellers. We don’t set ticket prices (the sellers do) and so we don’t directly determine how much a ticket is worth. (Ticket sellers would not be likely to sell through us if we could unilaterally bargain down the prices that they set!)


Do prices go down or up as the event gets closer?

·         The event tickets listed on our online exchange are priced dynamically by their sellers to reflect changing market calculations. It’s therefore not possible to say with complete accuracy whether ticket prices rise or fall over time. A good general rule is that ticket prices rise over time for very popular events and fall over time for less popular events. Please nevertheless note that ticket selection declines as time passes and so we do tend to encourage earlier ticket purchases.


A Few Other Questions . . .

Can I cancel my ticket order?

·         The ticket sellers who sell tickets through our nationwide exchange are not able to cancel orders and offer refunds. The all-sales-are-final policy is standard across both the primary and secondary ticket market. The reason for this is because tickets are time sensitive items with strict limits on their value. This means that returning tickets is not like returning shoes that could be used by another customer at another date. Ticket sellers may not be able to resell any returned tickets (aka: they lose their entire investment) or may have to resell the tickets for less money.


What happens if an event is cancelled or never occurs?

·         Cancelled events (including never-played sporting events) entitle customers to a full refund (minus shipping) of their order total. Customers should contact their ticket seller directly for further information about any proposed refund. (Ticket sellers are the ones who charge customer credit cards and thus are responsible for refunds.) Please note that some sellers may require customers to return their event tickets before a refund is issued.


What happens if an event is postponed?

·         Postponed events mean that the event tickets possessed by a customer will be valid for the new date of the event concerned. Please note that event postponement does not entitle customers to a refund of their ticket purchase. This is even true in those rare cases when primary sources may offer refunds for postponed events. Please also note that event cancellations are considered postponements until a complete cancellation is officially announced.


Why was my ticket order rejected by the seller?

·         The ticket sellers who list tickets on our exchange (and also on our competitors' exchanges) generally have a small window during which they're free to accept or reject a ticket order. This is because the sellers listing tickets on our network are likely listing tickets on other resale networks, too. It’s thus possible (if rare) that a given seller might sell a ticket group before being able to remove it from our website. Sellers then look for possible alternate tickets for the customer, but, failing that, must reject the order. We at TheTicketCloud will contact you directly if your order is rejected to try and help you get new tickets to the event ASAP. (Please nevertheless note that order rejection is very rare and that most sellers on our exchange have an order fulfillment rate above 99%.)


What should I do if I'm having trouble reaching my seller?

The numerous sellers who list tickets on our nationwide exchange are required to be available for our customers and responsive to customer concerns. Please nevertheless note that some sellers may not be available after business hours or during non-business days. You are nevertheless free to let TheTicketCloud know if you are having trouble contacting a ticket seller during normal business hours and we will try to contact them for you.


How do I know if my ticket purchase went through?

·         You can check to see if your order has been accepted by the seller or not by checking the My Purchases tab in your account. Orders marked “Pending” mean the seller hasn’t accepted or rejected the order yet. Any confirmed purchase will be marked as “Accepted” by the seller.


Is TheTicketCloud a safe and secure website?

·         TheTicketCloud is completely PCI Compliant and is tested daily for computer security and authenticity by McAfee. We also have the latest fraud protection technology installed in our system so as to assure customers a secure buying experience.